WhatsApp + AI Agent Solution

Direct WhatsApp AI Flow No Call Required

Customers can start conversations directly through WhatsApp

1 Customer Messages Your WhatsApp Directly

A customer starts a conversation by sending a message directly to your business WhatsApp number. This can be any message:

              Customer: "Hello, I need help with my order"
              
or
              
Customer: "Hi, what are your business hours?"
              
or
              
Customer: "I want to know about your products"

2 AI Responds with Welcome Message & Interactive Menu

The AI instantly responds with a welcome message and presents an interactive menu of options:

Example AI Response:

🤖 AI Assistant: Hello! Welcome to [Company Name]. I'm your AI assistant here to help you. Please choose an option by typing the number:

1️⃣ Product Information
2️⃣ Order Status  
3️⃣ Support
4️⃣ Billing & Payments
5️⃣ Speak to Agent

You can also type your question directly and I'll help you!
            

3 User Selects Option or Asks Direct Questions

The user can either:

Type a number (1-5) to select from the menu
Ask a direct question and the AI will provide relevant answers
Type "MENU" to see the options again

Customer: "2"  (selects Order Status)

🤖 AI Assistant: To check your order status, I'll need your order number. Please provide your order reference or tracking number.

4 Continuous AI-Powered Conversation

The AI maintains context and provides intelligent responses based on your company's knowledge base:

Customer: "My order is #ORD-12345"

🤖 AI Assistant: I found your order #ORD-12345. It was shipped on [Date] and is currently out for delivery. Expected delivery: Today by 6 PM. The tracking link is: [tracking-url]

Customer: "What if I'm not home?"

🤖 AI Assistant: Our delivery partner will attempt delivery and leave a notification if you're not available. You can reschedule delivery using the tracking link or contact them directly at [delivery-phone].

5 Seamless Agent Takeover When Needed

If the user needs human assistance or the AI reaches its limits:

Customer: "5"  (selects Speak to Agent)

or

Customer: "I want to talk to a real person"

or  

Customer: "AGENT"

🤖 AI Assistant: I'm connecting you with one of our human agents now. Please wait a moment...

👩‍💼 Agent Sarah: Hello! This is Sarah. I understand you'd like to speak with an agent. How can I help you today?

Alternative escalation triggers:

User types "AGENT" at any point
User selects option 5 from the menu
AI detects complex issue beyond its capability
User requests human assistance explicitly

Interactive Menu Configuration

Default Menu Structure

Option	Command	Description	AI Response Template
1	1 or "products"	Product information and catalog	Provides product details, pricing, features
2	2 or "order"	Order status and tracking	Requests order number, provides tracking info
3	3 or "support"	Technical support and help	Troubleshooting guides, FAQs
4	4 or "billing"	Billing and payment inquiries	Invoice details, payment methods, due dates
5	5 or "agent"	Connect to human agent	Transfers conversation to available agent

Quick Commands

Users can use these commands at any time during the conversation:

Command	Action	Response
MENU	Show main menu options	Displays interactive menu again
AGENT	Request human agent	Immediate transfer to available agent
HELP	Get help information	Shows available commands and how to use
RESET	Restart conversation	Clears conversation history and starts fresh
INFO	Company information	Business hours, location, contact details

Direct WhatsApp API Integration

Incoming Message Webhook

POST /webhooks/whatsapp/messages
Content-Type: application/json

{
  "object": "whatsapp_business_account",
  "entry": [{
    "id": "WHATSAPP_BUSINESS_ACCOUNT_ID",
    "changes": [{
      "value": {
        "messaging_product": "whatsapp",
        "metadata": {
          "display_phone_number": "123456789",
          "phone_number_id": "PHONE_NUMBER_ID"
        },
        "contacts": [{
          "profile": {"name": "Customer Name"},
          "wa_id": "60123456789"
        }],
        "messages": [{
          "from": "60123456789",
          "id": "wamid.ID",
          "timestamp": "TIMESTAMP",
          "text": {"body": "Hello, I need help"},
          "type": "text"
        }]
      },
      "field": "messages"
    }]
  }]
}
          

AI Response Logic

// Check if message is first interaction or menu command
if (isFirstMessage(user_id) || message.toLowerCase() === 'menu') {
  sendWelcomeMenu(phone_number);
} else if (isMenuOption(message)) {
  handleMenuSelection(phone_number, message);
} else if (message.toLowerCase() === 'agent') {
  transferToAgent(phone_number);
} else {
  // Process with AI
  aiResponse = getAIResponse(message, conversation_history);
  sendWhatsAppMessage(phone_number, aiResponse);
}
          

Direct WhatsApp Advantages

Multiple Entry Points

Customers can start via phone call OR direct WhatsApp - you capture all engagement opportunities

Instant Engagement

No phone call required - customers get immediate AI responses through familiar WhatsApp interface

Reduced Call Volume

Handle common inquiries through WhatsApp AI, freeing up phone lines for urgent calls

24/7 Availability

AI handles inquiries anytime, even outside business hours with seamless agent transfer during open hours

Structured Conversations

Interactive menu guides users to right solutions faster with clear options and pathways

Conversation History

Full chat history maintained in WhatsApp for both customers and agents to reference

Direct WhatsApp AI Engagement

Cloud PBX Initiated

Direct WhatsApp